Customer Service Representative

Customer Service Representative

IMCD US LLC currently has an opening for a Customer Service Representative. This role is hybrid-remote and based in our Corporate Headquarters in Westlake, Ohio.

The Customer Service Representative (CSR) is an integral part of customer experience, customer retention and loyalty, and contributes to a successful order to cash (O2C) and sales process. The CSR is an independent contributor as well as a highly engaged member of the IMCD customer facing team. In Customer Service, we are committed to ensuring we meet or exceed our customers’ expectations by providing timely and accurate communication, information, and solutions, contributing to an overall excellent customer experience with IMCD US LLC.

The CSR is responsible for interfacing with customers to receive, review and validate purchase order data accuracy and requirements. The CSR handles the order entry and management process: a multi-step entry into an ERP system, confirmation of orders and the facilitation of each order’s progression toward an on time, in full delivery. This may include, but is not limited to, stock availability reviews, allocations, shipping documentation and communication, specific freight handling requirements, special arrangements, and maintaining updated and accurate customer profiles and documentation. There is a focus on assessing and addressing any barriers to success in the execution of the order to cash process, taking appropriate action and proactively communicating to all stakeholders. The CSR will interface with multiple internal and external groups to achieve a successful outcome, including but not limited to: Technical Account Managers, Supply Chain, Principal Managers, Transportation Planners, Credit Managers, Sales Support, Pricing Team and Revenue Support Team.

The position is responsible for:

• 
  Provide an excellent customer experience, responsible for an assigned customer base
• Timely entry of purchase orders into an ERP System (JDE – JD Edwards)
• Ensure data accuracy of all orders entered, following multi step verification process and utilizing multiple tools and methods as needed
• Create any necessary documents, update bill of lading and special instructions, make changes throughout the system as needed
• Update and maintain accurate customer profile information (shipping/packaging instructions, third party information, customer contact information, freight portal info., and other details specific to customer requirements or preferences)
• Order management: monitoring and managing the sales order progression through the entire order to cash process (O2C) Following up at each status of order as required
• Properly manage open order status and ensure customer is kept up to date on progress
• Effective communication with customers (internal and external) through various, appropriately chosen methods (e-mail, phone, chat, portals)
• Contact center engagement: active agent call taker in our national phone call queue, active participant in webchat and process web inquiry cases as assigned.
• Provide tracking information and other documentation as needed
• Manage customer requests to delay or cancel orders, resolve customer concerns, and mitigate customer dissatisfaction
• Enter and submit credit memo or return orders as required
• Quality management through non-conformance recording and follow up
• Maintaining KPI (key performance indicators) or metrics at desired levels relative to productivity and quality
• Attending and participating in meetings with internal and external customers and team
• Ensuring that IMCD core values are at the heart of everything we do

Required Education and Experience:

• 
  Associate degree or adequate experience in a customer facing role, managing transactions
• Computer experience.
• Proficient with common computer programs, including Microsoft Office.

Preferred Education and Experience:

• 
  Bachelor’s degree.
• Experience in a fast-paced environment.
• Experience managing high volume of transactions in various states of progress

Primary Job Location:

Westlake, OH - This role is eligible for a hybrid work schedule

Travel:

0 %

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IMCD Offers:

If you want to make a real difference and work for a growing and expertise-driven company, then we’d love to hear from you. We’re looking for people who are experts in their field, be it technical, commercial or managerial. By joining IMCD, you’ll be part of an entrepreneurial, fast growing group of ambitious and like-minded professionals, where you’ll have the freedom to make your own mark.
We’re rooted in chemistry and speciality ingredients – yet operate like a professional services firm. As a truly international company, we have a presence in cities including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, São Paulo and Toronto. Our Group Office is located in Rotterdam, the Netherlands and our shares are traded on the Amsterdam Euronext market, where we are part of the large cap AEX index.